Customer service management

Quoted from the UK GDaD PCF.

Levels

1. Awareness

You can:

• explain customer service management processes
• provide customer service management support under supervision

2. Working

You can:

• resolve user requests to a minimum of the agreed service level agreement
• empathise with the end user
• use customer-focused metrics to achieve the desired outcome

3. Practitioner

You can:

• resolve user requests, maintaining a high level of customer service
• deal with complex complaints
• use empathy to understand and meet customer needs

4. Expert

You can:

• translate lessons learnt into continual service improvement
• oversee the full range of customer service functions, including reviewing customer service satisfaction
• investigate which processes can be automated and the ways to automate them

Contains public sector information from the UK Government Digital and Data Profession Capability Framework (https://understand-digital-data-roles-skills.service.gov.uk/), licensed under the Open Government Licence v3.0. © Crown copyright.

Closest ESCO skills

• manage customer service (close match)
• establish an ICT customer support process (close match)
• provide ICT support (narrow match)

Contains ESCO v1.2.1 data (https://esco.ec.europa.eu/). © European Union. Reuse authorised under Commission Decision 2011/833/EU.

Role levels that expect this skill